Primary Roles & Responsibilities:
Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues. Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner. Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis. Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk. Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution. Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, documen...